Paul Hines | paulhines

Making Amends To Customers

Aug 5th 2011 at 12:40 PM

In any Marketing program its safe to assume that mistakes will be made, sometimes there can be a disconnect between you and and corporate operations. There is a remedy for this that we all have to prepare ourselves for because whatever happens the buck stops with YOU.

Situations like these make Social Media all the more important because when your customers are talking and you have say a Facebook business page you're notified of any issues immediately. An example is a case where something is out of stock after the customer ordered it.

The customer doesn't want to hear any sad stories, they want satisfaction and quick, you'll have to think on your feet and offer a coupon or something else of equal value or else this disgruntled customer has the power to spread this bad experience on your business page and it could spread like wildfire.

Its best to step up to the plate ASAP in this situation because there's no need to panic. If one of your customers feel wronged and you address it immediately this seemingly bad situation can actually work in your favor because the other people in your business page are watching this whole thing unfold to see how you'll react.

This is called, Improvement Marketing, this is a negative example but you have to be on the lookout for all aspects of Marketing, not just what's going right because you will be tested at some point in time.

Sorry I've been missing in action for a few days but I'm in the process of building my new hosted Wordpress blog and I have to make sure its ready for primetime before I present it. The like to my new Multipure blog is below, don't expect to see anything, its still a work in progress.

Notice that I put keywords in the link.


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